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Customer Service Technical Specialist, Wolters Kluwer, Norwood, MA

Description:

Requires basic technical knowledge of customer service principles and concepts with a focus on technology practices and systems. Works under instruction, guidance, and direction from more senior team members. Performs routine technical assignments and uses existing procedures to apply to technical concepts to solve standard problems. Supports technology related activities of post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. Applies general knowledge of business and industry through education or experience. Performs structured work assignments in one or various job assignment(s). Responsible for output in specific work area to appropriate time and quality targets. Plans and prioritizes own work and meets agreed timelines.

Key Responsibilities

  • Resolve standard technical and product related issues reported by users via e-mail, telephone, and remote access, using established policies and procedures
  • Analyze technical questions or reproduce technical problems and provide or develop appropriate solutions related to supported applications/functionality using general knowledge acquired through education or experience
  • Perform routine assignments and use established department policies and procedures to solve problems

Key Requirements

  • Bachelor’s Degree or equivalent relevant experience
  • Minimum 4 years of overall experience
  • Minimum 2 years’ experience in a B2B technical customer service or implementation role.
  • Experience supporting mission-critical hosted/cloud applications
  • General knowledge of HTTP, HTML, XML, XLS, CSS, JavaScript, APIs (REST, JSON)
  • Some familiarity with authentication, firewalls, and proxy servers
  • General knowledge of Open URL, Discovery Services, Link Resolvers, OpenAthens, Shibboleth
  • Experiencing supporting mobile device solutions (primarily on the iPad)

Desirable:

  • Spanish fluency (verbal and written)
  • Professional experience in STM Publishing, Library/Information Sciences
  • Strong analytical skills
  • Well organized, self -motivated and able to prioritize a high workload
  • Flexible and supportive approach to teamwork
  • Articulate well-presented and comfortable in front of customers and colleagues

How to Apply:

For more information, visit:

https://wk.wd3.myworkdayjobs.com/en-US/External/job/Customer-Service-Technical-Specialist_R0023222

or, reach out directly to Ruth Bernstein (Simmons MSLIS 2012 alum) at [email protected]